Problem Manager Jobs in Harrisburg, PA (NOW HIRING)

General Summary

Leads the day-to-day operational management of the organization's cloud environment. Is accountable for cloud service reliability, operational readiness, incident response, change execution, and continual improvement across cloud infrastructure and platform services. Partners closely with the Cloud Center of Excellence (CCoE), SRE, DevOps, Network, Security, Enterprise Architecture, application teams, and vendors to ensure cloud services are secure, resilient, cost-aware, and delivered with consistent operational standards.

Qualifications
Minimum Education:

• Bachelors Degree in IT, Computer Science, Engineering, or related field Required

Work Experience:

• 5 years 5+ years of experience in infrastructure/platform operations, cloud operations, or SRE/DevOps-adjacent roles; 2+ years of people leadership or proven experience leading operational teams in a matrixed environment; Demonstrated experience operating production environments with strong incident and change management discipline Required
• Hands-on cloud experience (AWS/Azure/GCP), including networking, identity, security logging, and core platform services; Familiarity with ITSM/ITIL processes (incident/problem/change) and integrating cloud operations into enterprise ITSM workflows; Experience with observability tooling (monitoring/logging/alerting) and on-call operations; Exposure to Infrastructure as Code and automation (e.g., Terraform/CloudFormation, CI/CD for infrastructure) Preferred

Courses and Training:

• Certifications: AWS SysOps Administrator/Solutions Architect, ITIL Foundation, Security+ or equivalent Upon Hire Preferred

Knowledge, Skills, and Abilities:

• Strong communication skills and the ability to lead under pressure during outages and critical events
• Operational excellence and reliability mindset
• Calm, decisive incident leadership ability
• Strong cross-functional collaboration and vendor management
• Automation-first thinking and standardization
• Security-conscious operations with audit readiness
• Cost awareness and continuous improvement discipline

Benefits Offered:

• Comprehensive health benefits
• Retirement savings plan
• Paid time off (PTO)
• Education assistance
• Financial education and support, including DailyPay
• Expanded Paid Parental Leave

For additional details: Benefits & Incentives | WellSpan Careers (joinwellspan.org)

Duties and Responsibilities
Essential Functions:

• Cloud Service Reliability and Operations Leadership: Leads daily operations for cloud infrastructure and core services (compute, storage, network, identity integrations, monitoring/logging, backup/DR enablement). Establishes an operations-first culture focused on stability, customer communication, and rapid recovery from outages. Owns operational readiness for new cloud capabilities and migrated workloads, ensuring production support is prepared before go-live.
• Incident, Problem, and Major Event Management: Owns cloud-related incident response, escalation, and coordination (including major incident leadership as needed). Ensures clear runbooks, on-call processes, and escalation paths are defined and practiced. Drives root cause analysis, problem management, and corrective action plans to reduce repeat incidents and operational risk.
• Change and Release Execution (Cloud Platform): Manages change execution for cloud platform services, aligning with ITSM change processes while enabling speed and reliability. Ensures change planning, risk assessment, approvals, and post-change validation are performed consistently. Improves change success rate through standard change patterns, automation, and pre/post deployment checks.
• Monitoring, Observability and Performance: Partners with SRE/Tools teams to implement and mature monitoring, logging, alerting, and dashboards for cloud services and critical workloads. Improves signal quality (reduce noise, define actionable alerts, standardize dashboards). Tracks and reports service health metrics (availability, performance trends, MTTR, incident volume).
• Automation and Standardization ("Paved Roads"): Drives automation to reduce manual work and improve repeatability (provisioning, patching, tagging, backup policies, configuration drift detection). Establishes standard operating procedures and supported reference patterns for common cloud services. Collaborates with CCoE and Engineering to build self-service capabilities and standardized service catalogs.
• Security, Compliance and Guardrails: Ensures cloud operations align with security policies and controls (least privilege, logging, segmentation, vulnerability remediation support). Partners with Security to operationalize guardrails (policy-as-code where applicable), respond to findings, and improve posture over time. Ensures audit-ready operational evidence (change traceability, access reviews support, logging/retention practices).
• FinOps Partnership and Cost Stewardship: Partners with FinOps/Finance to improve cost visibility and control through tagging compliance, right-sizing, scheduling, and elimination of waste. Monitors usage patterns and identifies optimization opportunities. Tracks and reports cost savings/avoidance initiatives.
• Migration Support and Cutover Readiness: Supports migration waves by ensuring operational prerequisites are complete (monitoring, backups, DR expectations, access, runbooks, support model). Participates in cutover planning, go/no-go readiness assessments, and hypercare support. Coordinates with vendors/partners and internal teams to resolve cutover issues quickly.
• Vendor and Service Provider Management: Manages cloud operations vendors and managed services partners: performance management, SLAs/OLAs, issue escalation, and service reviews. Ensures third-party delivered services meet reliability, security, and customer experience expectations.
• People Leadership and Team Development: Hires, coaches, and develops CloudOps staff. Sets clear expectations and builds a culture of ownership and continuous improvement. Ensures skills development aligned to cloud platform needs (training, certifications, mentoring). Builds coverage models that support 24x7 needs where required while maintaining sustainable on-call practices.